Technical IT Support Specialist - Associate (Job 1427)

DLH; Bethesda (MD); On-site; USD 57,000 - 61,000; Full time

Benefits offered by this job

401(k) Retirement Plan

Paid Time Off

Medical, Dental, Vision benefits

Job summary

DLH in Bethesda, MD is seeking a Technical IT Support Specialist - Associate to deliver high-quality technical support to end users, including VIP personnel. You will provide hands-on and remote support for desktop and mobile environments, install security software, and assist with IT initiatives and special projects.

The role requires a Bachelor's or Associate's degree with relevant experience; NIH exposure and ServiceNow familiarity are a plus.

Qualifications

• Experience providing IT tech support to end users, including VIPs.
• Strong written and verbal communication abilities.
• Experience with Windows, macOS, and Linux is desirable.
• Familiarity with incident and request management in a ticketing system.

Responsibilities

• Configure and support desktops, laptops, and peripherals.
• Provide VIP and executive-level IT support and remote assistance.
• Manage service requests via a ticketing system and close tickets.

Skills

VIP support

Customer service

End-user support

Communications skills

Education

Bachelor's degree

Associate's degree

HS diploma

Tools

ServiceNow

Microsoft Office

Mobile Device Management

Job description

Technical IT Support Specialist - Associate (Job 1427)

Bethesda, Maryland

About Us

DLH delivers improved health and national security readiness solutions for federal programs through science research and development, systems engineering and integration, and digital transformation. Our experts in public health, performance evaluation, and health operations solve the complex problems faced by civilian and military customers alike by leveraging advanced tools – including digital transformation, artificial intelligence, data analytics, cloud enablement, modeling, and simulation, and more. DLH is dedicated to the idea that “Your Mission is Our Passion” and brings a unique combination of government sector experience, proven methodology, and unwavering commitment to innovation to improve the lives of millions.

Overview

The IT Support Specialist is responsible for delivering high-quality technical support and customer service to end users, including VIP and executive-level personnel. This role provides hands‑on and remote support for desktop and mobile computing environments, ensuring the secure configuration, deployment, maintenance, and troubleshooting of IT equipment and software. The specialist serves as a key point of contact for resolving technical issues, managing service requests through a ticketing system, and supporting organizational IT initiatives and special projects.

Responsibilities

• Configuring, installing, and supporting desktops, laptops, handheld devices, printers, monitors, portable data storage devices, and other peripherals.
  Providing enhanced VIP desktop and user support service.
• Configuring IT devices for secure operation, including installation of security software, software updates, and other configurations as required.
  Providing software support for users of NIH-provided applications (as identified by the task).
  Ability to work well under pressure and meet deadlines as needed.
• Ability to lead/track special projects
• Using an IT ticket system, responsible for receiving and tracking trouble tickets, updating open tickets appropriately with actions/steps taken; working them to completion and/or re‑assigning them to a technical specialist for action, and closing out with the customer and in the ticketing system.

Qualifications

• Bachelor's and 1 year of experience, or Associate's degree and 3 years of technical support or a HS diploma and 5 years of technical support experience.
• Experience with current desktop and laptop computers.
• Experience supporting various operating systems – expertise should include Windows 10 and 11; macOS (ideally 14 or higher); Linux (Ubuntu preferred)
• Technical support experience in Microsoft suite.
• Experience using ServiceNow for incident management, problem management, and request fulfillment.
• Strong customer service and end‑user equipment support skills; preferably with some experience supporting VIPs.
• Strong written and oral communications are required

Must be able to obtain a Public Trust clearance

Desired Qualifications

• Experience supporting the National Institutes of Health
• Bachelor’s degree preferred; ideally in Computer Science, Information Systems, or Social Science
• Experience with Active Directory
• Experience with Mobile Device Management (such as MobileIron or Ivanti)
• Experience providing IT support in a healthcare/clinical environment, ideally supporting connected medical devices
• One or more of the following certifications is desired:
  • Apple Certified Support Professional
  • Microsoft Certified Professional
  • CompTIA Security+
  • CompTIA A+

Basic Compensation: $57,000 - $61,000 yearly salary

The salary range listed reflects what we reasonably expect to pay for this role at the time of posting. The final offer may vary based on skills, experience, geographic location, market conditions, and internal equity. Additional compensation may include performance incentives and program‑specific awards. We do not use salary history to determine compensation, in line with applicable law.

DLH Corp offers our employees an excellent benefits package, including Personal Time Off (PTO), medical, dental, vision, supplemental life with AD&D, short and long‑term disability, flexible spending accounts, parental leave, legal services, and more. We want our employees to save for their future; therefore, we offer a 401(k) Retirement Plan, which includes a matching component. DLH is dedicated to your career development, providing training to help drive success, with access to our best‑in‑class e‑learning suite for formal and informal learning, professional and technical certification preparation, and education assistance at accredited institutions.

EEO

DLH Corporation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment. DLH will provide reasonable accommodation to individuals with disabilities and disabled Veterans who need assistance to apply.

DLH is committed to maintaining a fair and authentic interview process